Operations Intelligence Engineer

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Intermedia Cloud Communications

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

⚖️ Legal

💰 Venture Round on 2017-02

Consulting • Healthcare • Legal

Intermedia Cloud Communications is a leading provider of cloud-based communication solutions, specializing in unified communications, video conferencing, and various productivity tools. Their platform, Intermedia Unite, integrates voice, video, chat, and file management into a seamless user experience, enabling businesses to communicate and collaborate effectively from anywhere. With a focus on security and compliance, Intermedia serves a range of industries including healthcare, legal services, and financial services, helping organizations enhance productivity and customer care with advanced technology and support.

📋 Description

• Facilitate service-impacting event response and coordination activities • Act as a primary incident coordinator for low to medium complexity incidents • Investigate incidents utilizing monitoring, logging, and observability platforms • Analyze alert patterns and identify opportunities to improve signal quality • Partner with service owners to improve monitoring effectiveness and detection coverage • Assist with administration and support of BigPanda and related observability platforms • Participate in SIE retrospectives and identify opportunities for operational improvement • Develop and maintain runbooks, knowledge articles, and operational procedures • Contribute to KPI reporting and operational analytics efforts • Provide guidance and mentorship to Operations Intelligence Associates • Participate in after-hours incident response and on-call activities when required • Collaborate with Engineering teams to investigate recurring operational issues

🎯 Requirements

• Bachelor's degree or equivalent combination of technical education and relevant experience preferred • 3–5 years supporting enterprise production environments • Solid understanding of IP, TCP, UDP, SSL/TLS protocols and other network concepts required • Experience supporting Telephony, PBX phone systems, SIP/RTP, and WebRTC preferred • Knowledge of common tools used to validate network connectivity • Ability to document operational procedures, troubleshooting activities, and incident response processes • Self-starter with a willingness to learn new technologies and processes • Experience supporting distributed cloud-based applications and services • Experience using monitoring, logging, or observability platforms • Experience working with incident management processes • Familiarity with cloud environments such as AWS or Azure • Strong troubleshooting and documentation skills • Experience with ServiceNow, Jira, or similar operational platforms preferred • **Bonus Skills:** • Exposure to cloud platforms such as AWS, Azure, or GCP • Experience with observability platforms such as Grafana, Prometheus, Kibana, Splunk, Datadog, Dynatrace, New Relic, LogicMonitor, or similar • Familiarity with event intelligence platforms such as BigPanda, PagerDuty, ServiceNow Event Management, Moogsoft, or similar • Experience supporting Linux and Windows server environments • Experience with virtualization technologies such as VMware or Hyper-V • Familiarity with operational analytics, KPI reporting, or dashboard development • Experience participating in incident management or major incident response processes

🏖️ Benefits

• We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.